The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/549141
WWW.ILTANET.ORG 17 About the Author Michelle Rosen is Senior Managing Director at DTI. She oversees the DTI Middle Office Outsourcing practice, focusing on client management, operational execution, financial leadership and strategy. Michelle has over 20 years of experience in outsourcing, staffing, sales leadership and client operations management. Contact her at mrosen@dtiglobal.com.com. MILE 1: IDENTIFY OPPORTUNITIES FOR IMPROVEMENT Look to reports, observations and information gathered from employees, and be on the lookout for low-hanging fruit, including: • Metrics/reports from existing methods of tracking • Pain points that are evident daily (i.e., causing delays or complaints) • Siloed work groups creating their own processes • Lack of consistency in tools or software used by different departments MILE 2: GATHER METRICS FOR ANALYSIS Now that you have initial conclusions on the best targets for process improvement, gather and document metrics. Your firm might use standardized tools to gather metrics; if not, use spreadsheets to capture: • Volume of requests or tickets • Type of activity (calls, document work, etc.) in support areas • Schedules and cost of teams supporting these areas MILE 3: CREATE PROCESS MAPS Process maps will help identify inefficiencies in existing processes that can be addressed with changes in people, processes or technology. A process map could find: • Staff skill sets do not meet demand • Use of applications not integrated across other systems • Work postponed during unstaffed hours • Delayed billing • Recurring questions related to invoices MILE 4: IDENTIFY AND IMPLEMENT SOLUTIONS Use the information gathered in the first three miles of the journey to help you identify alternative solutions and rank them in terms of potential productivity gains or savings. Solutions might include: • Upgrading staff skill levels • Standardizing major tools/technologies across the firm • Implementing automated systems for intake, tracking time, etc. • Changing shift schedules or staffing levels • Outsourcing non-core support functions MILE 5: REVIEW OUTCOMES AND CONTINUE THE JOURNEY When the first efficiency initiative is complete, celebrate your success! Collaborate and communicate with staff members consistently so they know the goals and the role they play in process improvement. Recognize that you have reached a rest stop, but the journey is far from over. Pick the next productivity improvement destination, and get back on the road! MILE 5 REVIEW OUTCOMES AND CONTINUE THE JOURNEY